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| - I had a bit of a saga with HH recently. We placed an order for pickup, and they gave us a pickup window. I went to pick up the pizza, and it wasn't even close to ready. It took them an additional 15 minutes past the end of their window to get us our food. They were very apologetic and told us there would be a free pizza on our account next time we ordered there. These things happen, and they offered us a fair recompense, so I could live with that.
Or rather, I could have, if they had actually given me the free pizza. The next time I called in with my account information, the person who took my order had no idea what I was talking about. That made me very unhappy, all things considered. After canceling that order, I wrote an angry note on their website and wrote off HH for good.
The next day, I got a call from the store manager. She was very apologetic (a theme with them), and this time offered to place three free pizzas on my account. I figured what the hell- for three free pizzas, I'll try to order again sometime. The manager assured me the three pizzas were in their system, and told me to have the employees there call her if they couldn't figure it out. So, next time I wanted pizza (and had a bunch of friends over!) I called. This time, the free pizzas were actually there. Better late than never, and three free pizzas was a fair price for all the aggravation I went through.
Long story short (I know, too late), I feel like they did a great job in retaining me as a customer. I prefer HH pizza to any other store near us (their asiago crust is SO good), so I'm just as happy that they managed to get everything sorted out in the end.
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